1Graduate Programs, Department of Business Administration, East West University, 43 Mohakhali C/A, Dhaka 1212, Bangladesh. E-mail: nazrulislam@ewubd.edu.
2Bangladesh Police, Bangladesh. E-mail: alibpm@yahoo.com.
Providing quality service is the prime objective of the law enforcing agency of a country. It is also important for Bangladesh where a huge number of social problems are present. This paper aims at identifying the service quality factors of the Bangladesh police. It includes the views on service quality of the service receivers of 33 thanas of Dhaka City. To identify service quality factors, standardized SERVQUAL instrument developed by Parasuraman and Ziethmal was used for this survey. Three hundred thirty one service receivers concerned with criminal and civil problems were interviewed with a structured questionnaire. The sample respondents were selected randomly at the 33 thanas of Dhaka City. Multivariate analytical technique like Factor Analysis was used to assess the expected and perceived service quality factors. Multiple Regression Analysis was used to identify the relationship between the overall service quality and the service quality factors in this regard. Results show that the service receivers expect that the police should keep the interest of the clients at their heart. If they promise to do something, they should do it on time. The respondents also expect that the police should use up-to-date equipments and they should have convenient operating hours. The clients perceived that the police should have interest of the clients at their heart, they should use up-to-date equipments in investigating the cases, and their operating hours should be convenient to the clients.
Service quality, police services, Bangladesh
